Full price items are eligible for an exchange, store credit or refund—provided they are within the 14 day returns period and are in their original condition.

If eligible, the amount will be refunded to the original payment method. If the item was paid for using a gift card you will be refunded to the same gift card number, which can then be reused.

Items marked as 'FINAL SALE' are not eligible for return. This is mentioned on the product photo badge, page under the product name, the collection description and in this returns policy.

Items reduced by 15% or more are eligible for an exchange or store credit only (provided they are not marked as final sale—see above). This includes using a discount code or during store-wide and/or peak sale periods such as Boxing Day or Black Friday.

The only circumstance in which a discounted/final sale item will be eligible for a refund is if the item is deemed faulty.

This policy is in line with our obligations under the Competition and Consumer Act 2010 (Cth) and is strictly enforced. Being unaware of this policy will not entitle you to a refund.

EXCHANGES

If you opt for an exchange, the item you select will be held for you until your return is processed by our warehouse team. You will then receive an invoice for postage, once this has been paid your exchange order will be dispatched.

STORE CREDIT

If you receive a store credit, this will be emailed to you as a gift card once your return has been received & processed.

Gift cards are valid for 3 years and can be used to purchase any item on the Ochre Lane website.

Please contact the team at hello@ochrelane.com if you would like your credit note transferred to a gift card and emailed to someone else. 

Due to the delicate nature of our products, we strongly recommend you follow our care instructions to avoid any unnecessary damage to your item. Any damage to your item caused by a failure to follow these instructions will not deem your item as faulty.

We will always take into consideration your view when it comes to an item’s condition. However, it is at our team’s absolute discretion to make a final determination regarding the item’s condition, and we reserve the right to deny any return request based on this determination. 

RETURN PROCESSING TIME

Please allow up to 7 business days for your return to be processed once it is received. We strongly suggest using a trackable shipping service or purchasing shipping insurance. Under no circumstances are we able to process a return for any item lost or damaged during transit.

Please allow up to 5 business days for any refund to reappear in your account.

Return postage is covered by the customer. We do not cover the cost of return postage unless your item is deemed faulty.

We do not cover any duties or taxes applied to any international orders. Depending on the value of your order, your local customs office may require you to pay an additional fee to release your item.

Please refer to your local policy regarding import duties and taxes prior to purchase.

FREE GIFTS WITH PURCHASE

If you receive a free item or gift with your purchase and return the original item, the free gift must be returned with the original item in its original condition to be eligible for a return.

Free gifts do not need to be returns when opting for a store credit or exchange.

DISCOUNT AND SALE PRICE ADJUSTMENT

Under no circumstances do we price adjust purchases that have already been processed. This includes in circumstances where an item is purchased at full price prior to a sale, a discount code is not applied at checkout, or when an item that was purchased on sale is returned for a credit note to a value that is less than the original item’s full price.